Tips For Getting ISC Help
The ISC is committed to providing exceptional customer service. We’re here to help! Each time you contact the ISC via email or phone, a new “ticket” is created in the system to help us track your issue.
When contacting the ISC by email to firstname.lastname@example.org, there are some simple steps you can take to assist us in responding to you quickly and with the information you need. Please follow this guidance:
In the Subject Line, summarize your issue/question clearly and directly.
“Need help with Workday” is an example of a vague subject line that will take us additional time and analysis to understand. Please include the “who” and “what” of your inquiry. For example:
- “Problem with direct deposit set up for Mary Johnson”
- “Question on job change for Sally Smith”
- “Costing allocation error for XYZ unit”
- “Time entry error for Bob Jones”
Limit each email to one issue or request.
If necessary, send multiple emails for additional issues—even if pertaining to one employee or on the same subject for more than one employee.
Keeping the email focused to a single issue helps us route it to the correct team in the ISC, and to address and resolve the specific matter.
Include employee name and Net ID, and Position Number in the email.
This information helps us respond to your inquiry faster. Also, if you are a manager or administrator submitting on behalf of someone else, please state that clearly.
Note when an issue is particularly time-sensitive.
For example, include a due date or payroll period associated with the issue.
If the matter is urgent, please state that in the email.
Describe the issue in as much detail as you can.
Add the “where” and the “when,” if applicable. The more information that’s included in your email, the quicker we can act to solve the problem, without the need for correspondence to obtain basic information.
It’s better to err on the side of too much information than to risk including too little.
Identify what steps/troubleshooting have been taken (if any).
It’s helpful to know where you have already looked for information and any actions you have taken in attempting to resolve the issue. We can avoid duplicating your efforts and immediately move to the next steps.